ACD Extension w/voicemail

[cl8ton]

Good morning - I have an extension in a call center that is a member of the split. ACD calls go to this extension when the agent logs in to it. What I'm wondering is, what happens if I assign a voicemail box to the extension along with a coverage path to voicemail. If the agent is logged in, and for whatever reason, does not pick up the ACD call, will that caller be directed to the next step in the vector, or will the caller end up in that agent's voicemail box?? Normally we do not allow voicemail for the call center agents, but I have one that will now need to be accessible.
Can anyone help?

Carla

 

[definityandcmuk]

the calls will always follow the vector rules, not the agent's coverpath

if the agent is called directly however calls will go to voicemail

you could set the vector up to route to voicemail if no one is logged in

 

[98Converter]

By normal business rule, the call with RONA and place the agent in an Aux-Work state, so he won't be considered on the next call.

Thanks,
CJH

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[lilysann]

I agree with all of the above statements, we have cover paths and mailboxes assigned to the Agent login ID at our company. ACD Calls follow ACD routing in the vectors. Calls to the Agent Login that did not follow ACD routing will cover to the agents voice mail (example: one agent calls another agent or a call is transferred to an agent login id from another party in the company).

Additionally:

If the agent has a voice message associated with the mailbox for their login id, the agent will only see the message waiting indicator for new messages when they are logged into the phone (staffed) or if they use Message Manager to retrieve their messages.

When an agent logs out (unstaffed), calls to the agent login id will cover immediately to voice mail.